About this role
Job Overview The Training Manager (TM) is an integral part of our success, ensuring that all newly hired employees have a world class onboarding and training experience to prepare them to represent Transparent BPO and our Clients with excellence, and that ongoing training ad development facilitates the success of each individual and of TBPO.
The TM leads a team of trainers who are responsible for ensuring that new hires can effectively utilize the companywide systems, understand the Values and policies of the company and are able to demonstrate human level skills that will lead to customer and client satisfaction. The TM will ensure all course completion is tracked in our Online Learning Portal and that courses and trainers are regularly evaluated to assess the effectiveness of our program, to enable an effective transition from training to production.
The TM will ensure all trainers are certified to effectively facilitate courses utilizing training best practices, and then provide ongoing coaching and feedback to each trainer. In addition, the TM supports the Operations team on new program/client launches and works to identify skill or experience gaps across programs, to continuously improve the service we provide. The TM will work with the Digital Content Team to recommend new content to meet the identified needs,
The TM will partner in cross functional training initiatives for basic skills, processes and systems training, and support Leadership training activities for our new and emerging leaders.
Responsibilities and Duties
• Provide a world class initial TBPO onboarding and training experience to new team members across functions, to build teamwork and loyalty to TBPO • Partner with Recruiting team to ensure readiness of training resources (trainers, virtual/physical rooms and collateral) • Certify, guide and monitor trainers in effective facilitation techniques to enable agents to meet their learning objectives; provide feedback for ongoing trainer skills enhancement • Measure effectiveness of training through skills assessments, practical application activities, focus groups and post training surveys to identify areas of focusManage the Learning Portal paths for New team members, ensuring everyone completes the compliance and learning requirements before moving forward • Develop teaching aids such as Quick Reference Guides, multimedia visual aids, and reference materials to impact diverse learning styles • Ensure a world class “Launch Pad” mentoring experience as new hires transition from the Program training classroom to production • Ensure strategic alignment of the training team with client and business goals • Serve as an active member of the local Operations Leadership team to understand the business needs and ensure that training is an integral part of new and ongoing programs and performance improvement initiatives • Partner with OMs, and CSMs to identify agent skills gaps; design and deliver ongoing Agent training solutions for soft skills development, acculturation, and language skills • Support enterprise-wide foundational leadership training, participating in Train the Trainer sessions and facilitating basic leadership sessions for emerging leaders • Operate within the allocated budget and find solutions to implement the required training • Lead and participate in additional projects as needed.
Required Knowledge and Skills
• Demonstrated excellence in Training facilitation techniques for both classroom and virtual • Demonstrated strong verbal and written communication skills • Ability to manage multiple, complex, on-going tasks and projects • Ability to lead and partner successfully with training partners and cross functional teams, including HR, Operations and Client Services • Is open, honest, and empathetic manner when dealing with people • Is persuasive, encouraging, and motivational when giving feedback to others and receives feedback appropriately • Strong attention to detail and desire to follow procedures • Demonstrated excellent customer service and positive interpersonal skills • Ability to work and collaborate with employees at all levels within different roles • Strong analytical, problem-solving, and decision-making skills • Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) and ability to quickly learn company technology (BambooHR, Replicon, etc.) • High customer service and sales orientation • High level of integrity, honesty, and judgment • Able to meet productivity demands with a high degree of adaptability and flexibility in a fast paced, rapidly changing environment • Experience working both independently and in a team-oriented, collaborative environment is essential.
Evaluation of Performance
The Training Manager (TM) will be evaluated regularly to ensure the position is positively impacting trainer and agent skill development for new employees across programs and functions. The TM will observe and provide feedback to trainers, tracking and reviewing their success in these metrics: new hire course completion, test scores, observational assessment feedback, graduation rate, achievement of goals in Launch Pad, retention and readiness to join production team in specified time frame. The TM will also be evaluated through feedback from the Vice President of Training and Site Operations Leadership on their ability to identify and address skill and knowledge gaps across programs and functions and help design and execute training solutions. Additionally, they will be evaluated on the successful facilitation and follow up for training emerging leaders, mentors and trainers. Teamwork, decision-making, and knowledge of all phases of the job are critical success factors.
Reporting Structure
The Training Manager will have a dual matrix reporting relationship: • By location: TM will be a valued support partner for the Operations team and will function in a supporting role to Site Operations Leadership to ensure that training is an integral part of new and ongoing programs and performance improvement initiatives
➢ By Function: TM will report directly to Vice President of Training and Development and partner with TM Peers to ensure consistency of training delivery and outcomes across the Global organization.
Education/Experience • Bachelor’s Degree in Education, Business Management or related area of study, or equivalent combination of education and/or relevant work experience • Strong understanding of adult learning theory, learning methods and experience applying a variety of development approaches • Related work experience leading a team of training and development professionals. • Proven experience in identifying training needs, designing a learning solution and evaluating results. • Demonstrated experience in training and developing new hires to become productive employees • Experience in the Call Center or Sales or Service-related industry a plus, but not a requirement. • Microsoft Office skills (Word, PPT and Web Proficiency a must; Excel skills a plus)
Closing Date 8/28/2026